Win in the flat world

BPO Services

WHAT DO YOU WANT TO DO?

Get in touch with us:

askus@infosys.com

Infosys Knowledge Management Solution

Infosys' solution aims at providing a knowledge repository creation (collating "structured" and "unstructured" information) and making it accessible both for internal customers (CSRs - through access to an updated knowledge portal) and external customers (maintaining the e-catalogue and providing a self-service portal which is enriched by the experiential knowledge of all the CSRs across the organization).

 

The knowledge repository will enable aerospace aftermarket supply chain organizations to:
  1. Increase self-service (and hence reduce reliability on individuals)
  2. Train fresh CSRs (and hence reduce the impact of the "Ageing Workforce Problem")
  3. Leverage Global Delivery Model due to de-skilling of the process (and reduce cost of operations, while making the request-to-response process highly scalable)
  4. Increase geographical market capitalization (Standardizing the process to drive the adaptability to change)

Features
  1. Creation of the Knowledge Repository
    • Structured Information Assets
    1. Structured and usable - e.g. ERP (Lawson/Oracle), SCM Applications, CRM, e-Catalogue
    2. Structured and not usable - e.g. Excel, Word, PDF, E-mails in desktops, laptops, local servers
    3. Physical data - e.g. Technical drawings, Technical documents, Catalogues, Brochures, Backup Tapes
    4. Supplier information - Mergers, acquisitions, portfolio enhancements, new products added, new clients
    5. Competitive information
    • Strategy for structured information assets:
    1. Creating knowledge repository by collating enterprise-wide information resources
    High Level Architecture of Knowledge Management System

     

    This solution is being implemented for a Global Aerospace and Defence OEM
    1. Catalog Updating and Management
    2. Web Research
    • Unstructured Information Assets
    1. Domain Knowledge of CSRs
    2. Experiential Knowledge of CSRs on problems and possible solutions
    • Strategy for Unstructured Information Assets

    Strategy for Unstructured Information Assets

     

  2. Leverage the investment in building the knowledge repository to generate avenues for savings through offshoring the deskilled aspects of end-to-end order management process.
  3. Leverage the additional time with existing resources (CSRs) to enhance existing relationships and explore new market opportunities to increase top-line growth.

 

Related Information

Media Mentions

Fortune ranks Infosys 10 among Top Companies for Leaders 2007
More

Press releases

FAO Today: Infosys BPO is an "industry leader"
More

In the News

Learn Flat World secrets from a Flat World company Sourcing at your fingertips:
Global Sourcing Essentials
Everything you wanted to know about global sourcing, in five easy parts.
Download your copy